The international environment today has been undergoing unprecedented change and many companies are seeking new ways to stand out from the competition by sustaining their competitive advantage.

Companies have now found that the customer experience must also be effective. Customers' opinions matter, and sometimes those opinions directly drive loyalty and other behaviour. Many factors are pushing this change in strategy: consumer financial services and telecommunications markets have become increasingly saturated and commoditised and, as a result, the majority of companies are seeking to maintain value by delivering differentiated customer service.

Advanced corporate customer relationship management focus on creating a customer-centric organisation that is oriented towards improving customer satisfaction and customer retention, supported by techniques that streamline seamless customer communications, and run by employees who have the knowledge and motivation to deliver world-class service.

To retain and attract new customers, it is critical to recognise companies’ individual needs and preferences. But this knowledge alone isn't enough. Attend this workshop to learn how implement operational capabilities that not only meet those needs, but also let you measure performance so that you can either maintain or dynamically improve that process.

Key Topics

- Integrating customer service with sales and marketing to better serve the customer and your organisation

- Developing and reinforcing CRM practices into processes and organisational culture

- Implementing and integrating CRM practices into an existing system

- Gaining and maintaining companywide understanding and buy-in of the importance of satisfaction with service

- Attracting, selecting and retaining customer relationship management staff in order to develop and maintain a high performance department

- Understanding the role of effective customer relationship management in competitive environments

- Analysing current trends and causes of satisfaction and dissatisfaction by using a balanced scorecard

- Tracking and measuring customer satisfaction by using latest tools and techniques

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